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Complaints

Zurich is committed to providing a high level of service, and we have arrangements in place for resolving any complaints our customers have.

If you wish to make a complaint about any Zurich service, product or claim, simply contact your Broker or the relevant Zurich division that administers your policy. We will always endeavour to resolve the matter to your satisfaction.

For all General Insurance products

Please contact your Insurance Broker to raise your complaint, or alternatively, contact us using the following details:

Phone: 09 928 8000
Email: nz.claims@zurich.co.nz

Calling from overseas? + 64 9 928 8000

If you are not satisfied with our response to your complaint, you may then ask to have the matter considered by our internal dispute resolution process. This means your complaint will be considered by a different group of individuals within Zurich who will provide you with our final decision on the matter.

If you disagree with our final decision, as part of our dispute resolution process and in accordance with the Fair Insurance Code, you may be able to refer the dispute to the Insurance & Financial Services Ombudsman scheme.

Name of scheme: Insurance & Financial Services Ombudsman Scheme Inc.
Level 8, 81 Molesworth Street, Wellington 6011
http://www.ifso.nz

Supporting customers experiencing vulnerability

We recognise that anyone may experience vulnerability at some point in their lives, due to common and unpredictable life events such as illness or the death of a loved one.

At Zurich, we are committed to recognising and supporting customers experiencing vulnerability.

What do we mean by Vulnerability?

A customer experiencing vulnerability is someone who, due to their personal circumstances, has unique needs and is especially susceptible to loss, harm or disadvantage, and therefore may need additional support.

We understand that vulnerability can be temporary or ongoing, and can affect anyone, at any time.

Customers may experience vulnerability due to a range of factors including (but not limited to):

• Family or domestic violence
• Financial distress/hardship
• Mental or physical health conditions
• Disability
• Language and/or literacy barriers
• Remote locations and isolation
• Natural disasters and catastrophic events
• Age

We recognise the importance of understanding the needs of our indigenous communities and customers from different cultural backgrounds. We are committed to providing access to support services, where needed, and tailoring these services to meet your specific needs.

We also recognise that a customer may need extra support due to the event that led to their Insurance claim.

How we can help

Zurich will take steps to ensure that you are provided with the service you need and will work with you or your representative to identify how best to provide support.

We understand it can be difficult to speak openly about your situation. However, our staff have been specifically trained to assist you in your time of need, will treat you with empathy and will ensure that at all times we manage your personal information in accordance with our Privacy Policy.

Our policies are designed to support you

To understand our policies further, simply click on the link below.